30-Day Skills Assessment
Overview
The 30-Day Skills Assessment is the first formal checkpoint in the Service Tech onboarding program. It is conducted by the Operations Manager between days 28–32 and determines whether the tech advances on schedule or needs a modified program.
Who Conducts
Operations Manager, with input from the assigned senior tech mentor.
Assessment Format
The 30-Day Assessment combines a ride-along review, ServiceTitan documentation audit, and a structured 1:1 conversation.
Section 1 — Field Observation (Nexstar Scorecard)
Operations Manager rides along for a full service call and completes the Nexstar Coach's Evaluation Scorecard:
- Pre-call preparation and phone communication
- Door approach and greeting
- Diagnostic process and customer assessment
- Options presentation (Good/Better/Best)
- Closing and payment collection
- 5-star review request
Minimum passing score: 75%
Section 2 — ServiceTitan Documentation Audit
Review last 20 completed jobs in ServiceTitan:
- [ ] Before/after photos uploaded on every job
- [ ] Job notes written (not blank)
- [ ] Correct job type and category coded
- [ ] Time on site accurate
- [ ] No jobs closed without payment or auth notes
Section 3 — Safety Knowledge Check
Verbal questions on:
- Gas leak response steps
- CO detection procedure
- PPE requirements for common job types
- What to do if injured on the job
Section 4 — 1:1 Review Conversation
- How is the tech feeling about the role?
- What areas do they feel confident in?
- What areas do they need more support?
- Any equipment, vehicle, or resource gaps?
Scoring & Outcomes
| Result | Action |
|--------|--------|
| Passes all sections | Advance to 60-Day timeline normally |
| Fails 1 section | 2-week improvement plan, re-assess |
| Fails 2+ sections | Extended program, reassign senior mentor |
Documentation
Assessment results recorded in employee file. Tech signs acknowledgment. Stored by Operations Manager.
Related SOPs
- 60-Day Skills Assessment
- 90-Day Review & Full Independence
- Service Tech Onboarding Overview
Slack Operational Insights
KPI data from ServiceTitan is the authoritative scorecard (Slack: #training-lab): At 30 days, pull RPL, GBA, Lead Creation Rate, and Recall Rate. Compare against: $5,000 RPL, $1,500 GBA, 75% lead creation, 3% recall. This is the same data used for all ongoing performance reviews.
Accountability stage 1 applies here (Whale coaching framework): If any KPI is missed at 30 days: Note to File, document observations, reinforce strategy. The 30-day checkpoint is the first opportunity to course-correct before it becomes a formal issue.
Monday Morning Meeting recognition (Spartan culture): If the tech hit strong numbers in Week 1-4, call it out at the Monday meeting with specific examples. This is the Spartan standard for recognition — public, specific, and tied to actual performance data.